Amazon's Network Control Center (NCC) owns real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before the customer journey is degraded.
The Real-Time Observability (RTO) function within NCC acts as the centralized detection engine for Amazon Customer Service, owning end-to-end signal observability across all incident types. The mission is to monitor signals, detect issues before they become incidents. Once the incident breach the high severity criteria, the team hands it over to the Real-Time Incident Response (RTIR) team.
Do you want to join a team focused on real-time incident detection and observability, and play a role in protecting millions of customers from service disruptions before they escalate Are you a passionate learner willing to relentlessly Deep Dive into signals, data, and cross-functional coordination to identify and validate emerging issues Do you thrive in a culture where Customer Obsession and Bias For Action are highly valued
As a Program Specialist, you will play a key role on the team by monitoring real-time signals across multiple channels, assessing incidents against defined criteria (HSE, Brand Impact, Customer Impact), validating signals with partner teams, and making Go/No-Go escalation decisions. You will also contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network. You will be detail oriented and results driven to ensure flawless detection and handover execution, as well as ensure the needs of both the customers and the business are addressed. Outside of these day-to-day duties, Program Specialists will own and work on process improvements.
Key job responsibilities
- 24x7 real-time monitoring to detect emerging signals across all Amazon Customer Service incident types globally.
- Assess each signal through through a defi